Job Description
At arenaflex, we are dedicated to providing compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access. As a leader in whole-person mental health, crisis care, and substance use services, we are seeking an experienced Crisis Chat and Text Supervisor to join our team. **About arenaflex** arenaflex is a national leader in providing care to about 270,000 people annually across our programs. With a commitment to providing culturally responsive services that are just and equitable, we have been a national leader in whole-person mental health, crisis care, and substance use services since 1942. Our team of over 1,000 dedicated employees and volunteers makes our work possible, and we are proud to be home to the nation’s first Suicide Prevention Center. **Job Summary** As a Crisis Chat and Text Supervisor, you will be responsible for the oversight and support of crisis chat and text counselors for the Suicide Prevention Center’s Crisis Chat and Text Services to ensure compliance with program standards, contracts, policies, procedures, and guidelines. This is a fully remote position, and you will be working with a team of dedicated professionals who are passionate about providing exceptional care to our clients. **Primary Duties** • Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery. • Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance. • Locates appropriate resources for crisis chat and text counselors while they are on a chat or text. • With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to chat or text visitors. • Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated. • Initiates debriefing sessions with crisis chat and text counselors after they have taken a chat or text. • Identifies crisis chat and text counselor training needs and provides individual support. • With support from Program Coordinators, monitors chat/text answer rates to ensure they remain at or above 95%. • Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or arenaflex. • Fosters a positive and supportive work environment. • Takes chats and texts as needed to support program needs. • May participate in outreach and media related activities. • May participate in SPC training activities. **Position Requirements** • Possess a high school diploma or equivalent. • Be 18 years of age or older. • Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace. • Have availability and flexibility to work the daytime, evening, overnight, and weekend shifts. • Demonstrate current knowledge of all job-specific skills including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, multicultural and socio-economic issues. • Have basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive environment. • Able to efficiently use the personal computer to include Microsoft Office Suite and crisis line software. • Support the values and mission of arenaflex as related to employment. • Know and comply with Agency policies and procedures, HIPAA, DMH policies and documentation guidelines, and other state, federal regulations relating to emergency mental health services. • Present ideas, information, and viewpoints clearly, both verbally and in writing. • Have strong interpersonal skills, interact well with others, and effectively communicate to others when conflicts occur. • Demonstrate commitment to team objectives and arenaflex philosophies. • Ability to adapt and be flexible to changes in protocol and program needs. **Our Vision** A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being. **Our Mission** arenaflex provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access. **Core Values** • **Excellence**: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care. • **Diversity & Inclusion**: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging. • **Equity**: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society. • **Well Being**: We are devoted to the well-being of our staff, volunteers, and communities, and believe healthy teams lead to healthy clients. • **Advocacy**: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high-quality, integrated healthcare for all. • **Community Engagement**: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support. **Compensation and Benefits** • $28.00 per hour with a $5.00 overnight differential. • 30 hours per week, with the possibility of additional hours as needed. • Four-week 40-hour per week training at the start of employment. • Opportunities for career growth and professional development. • Comprehensive benefits package, including medical, dental, and vision insurance. • Paid time off and holidays. • Access to our Employee Assistance Program (EAP). **How to Apply** If you are passionate about providing exceptional care to our clients and are committed to our values and mission, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals. Apply for this job